CCA is celebrating International Women's Day 2023 by launching a new Women in Leadership awards programme to recognise the outstanding capability across the customer service and CX community.
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Great digital strides were made over the last 3 years through necessity. The number of processes aided by AI, robotics and automation is staggering. However, some of these hastily applied services are in urgent need of review......
Being a member of CCA offers many opportunities to engage, benchmark, share, debate and network. As a member, you can catch up on CCA Best Practice Forums from throughout 2023 on demand. Our first session looks at messaging services as a key channel for c
CCA is celebrating International Women's Day 2023 by launching a new Women in Leadership awards programme to recognise the outstanding capability across the customer service and CX community.
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Front and centre regardless of the topic, is how can we best respond to customers and how can we best support our teams. Most businesses are continuing to be impacted by the tight labour market which is having a direct effect on how service is resourced.
CCA is delighted to announce the companies and individuals shortlisted for 2023's prestigious Excellence Awards.
Embracing our differences was the focus of the first CCA Leaders' Summit of 2023 and it was incredible to have more than 100 senior leaders 'lean in' to learn, explore and progress their education on the many nuances of the DEI agenda.
REPORT: Finding the Perfect Match - Attract and Keep the Right Talent for Future Success
CCA PARTNERSThis new CCA report suggests we need to adapt existing human-centric models for working post-pandemic to attract and retain the best talent. In hybrid working environments, models need to be designed around employee-driven flexibility, connectedness, and
HGS today announced the appointment of Patrick Elliott as the Chief Executive Officer for its UK operations.
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In this session we will explore the opportunities from building a stronger and more diverse workforce who can best respond to customer needs. We'll also be exploring how we ensure we have an inclusive mindset for customers.
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More than 200 senior service and CX execs agree a re-think is required to develop, coach and mentor Team Leaders.
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Understanding how your organisation connects and relates to customers requires different thinking. Capturing customer feedback regarding your organisation, product, or service, and use the insights to help create and improve customer experience.
CCA Best Practice Forum is designed to support collaboration and engagement across the CCA network, exploring operational issues and identifying how to best respond. Sessions are hosted monthly and the links to each session recorded in 2022 can be fou
In this virtual session, we'll share and discuss new research and benchmarking results from CCA's recent thought leadership programme on 'Attracting and Retaining the Right Talent for Future Success.'
The State of Customer Engagement Report 2022 reveals that digital customer engagement has made a significant impact - increasing revenue by 70% on average for companies that invested in it. Unsurprisingly, these same companies expect to almost double thei
How retailers can use AI to empower their agents and create standout CX
This week we hosted the first of the newly reformed CCA CEO Industry Council in London hosted by long-standing partners Poly at their incredible experience centre in The Gherkin. There were so many valuable insights but below are the Top 10 quotes from th
Vulnerability has taken on a whole new meaning as customers and employees are impacted by the cost-of-living crisis and growing economic uncertainty, and in particular, as we head towards the winter months. How can we ensure we are ready for the chall
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
The CCA Excellence Awards programme for 2023 is now open for entry. A number of resources will be introduced to support applicants with their submissions.
CCA Thought Leadership Benchmarking - Attract and Keep the Right Talent for Future Success
CCA PARTNERSAs part of the CCA Thought Leadership Programme for 2022/23, we are looking at a range of topics including reviewing and building a new talent proposition.
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